2. Why are we
changing
No control over contractors other than 3 quote process
Limited choices in external suppliers/contractors
Customer is not at the heart of our service – Long delays and
numerous contacts from all services involved in the adaptation
Long wait for OT and Surveyors to assess
Separate data for minor and major works difficult to see full
cost of minor and major works
Long waiting lists!
Untapped need – private rented sector in Lambeth 43% of
tenures
3. Current process for HIA in Lambeth
Case officers
Log cases onto tailor-made system (
iizuka)
Visit and financial assess ( if
applicable)
Request surveyors' input
Update customer
Process payments and warranties
Surveyors
Visit and carry out
schedule of works
Obtain 3 quotes
Select best value
quote
Organize site visit
Prepare payments Post inspect
Make payment
4. The DLO – what will change
Customer will have 1 point of contact for all stages
Surveyors and OT's will carry out where possible joint assessments – along
with case officers for financial assessments - reduce impact on customer
Removing layers of hand off – case officer holds the case and is
responsible for the client and DLO interface
Using dedicated in-house contactors ( apart from prescribed lifting
measures)
Better value for money
Quick case turn around
5. Some key milestones in our journey
Creating the workforce – Job recruiting underway
Aligning the OT service for a more seamless service
Data management and works orders all together for all tenures and grant
types
Data added to Power BI – corporate performance reporting system
Go live – Soft launch – April 2021
Hard launch 21 July 2021
DLO will also undertake all repairs to Lambeth properties and estates
6.
7. Benefits for Lambeth
Speedy installations
Removing red tape and delays between different service areas
Continuity for customers – One point of contact
Control over quality of works
Local job creation
Better financial control
A joint up service area
8. To provide any details of your
experience of changing the HIA, or for
any further information please contact:
Please contact Cshields@lambeth.gov.uk Happy to share our
experience again if needed after implementation…